The airline “will only take evaluations based on direct passenger experience into consideration.”
Turkish Airlines has released a statement saying it will no longer participate in the World Airline Audit, a service quality ratings scheme for the world airline industry the consultancy Skytrax has been operating since 1990.
It declares that from now on it “will only take evaluations based on direct passenger experience into consideration”.
The Turkish carrier has aspirations to be classified as a five-star airline by Skytrax but has not been awarded the title for a number of years, the honour instead falling to competitors such as Lufthansa, Singapore Airlines and Qatar Airways. Turkish Airlines is consistently rated four stars.
“Turkish Airlines, the airline flying to more countries and international destinations than any other, aims to perfect the flight experience it offers to its passengers through new services, particularly those introduced in recent years,” it declares.
“Regarding both passenger satisfaction and experience as its top priorities, the national flag carrier airline will keep taking firm steps at improving its product, service and quality processes with the experience it has attained from passenger ratings and feedback.”
It continues: “From this date on, Turkish Airlines, aiming to excel at total brand experience offered to its passengers at İstanbul New Airport, which will be operational on October 29, 2018, will only take the evaluations based on direct passenger experience into consideration.”
Four stars or five?
The frequent flier site One Mile at a Time speculates that the move “if anything seems like a dig at Lufthansa, which became Europe’s first Skytrax 5-star airline late last year”.
It comes despite the fact that Turkish Airlines has won Skytrax accolades over the years, recently being named the best airline in southern Europe, for having the best business-class catering and for having the world’s best business-class lounge, for example.
The Skytrax business model is questionable, says One Mile at a Time, due to the metrics used and the lack of disclosure regarding the airlines they work with.
“Skytrax primarily makes money by providing consulting services to airlines, so at times I wonder what the correlation is between airlines they consult with and airlines that are well rated,” One Mile at a Time postulates, while questioning whether Lufthansa should have been given a five-star rating at all.